Senior Business Analyst – Retail Banking | Contact Centre | CCaaS

Location: Delhi/Hyderabad/Pune/Bangalore/Mumbai

We are looking for an experienced Senior Business Analyst with strong expertise in Retail Banking, Contact Centre and CCaaS transformation . The ideal candidate will have proven experience in Agile delivery, end-to-end requirements management, product backlog ownership and transformation/change initiatives , preferably within a large global organization.

Key Responsibilities

- Lead end-to-end business analysis and requirements management for Contact Centre and CCaaS transformation initiatives.
- Own and manage product backlogs , user stories and requirements within an Agile delivery environment.
- Work closely with business, technology and cross-functional teams to define and deliver solutions.
- Conduct Change Impact Assessments and support transformation/change initiatives.
- Manage stakeholders across multiple teams and geographically distributed environments.
- Support Genesys CX migration and Contact Centre transformation programmes.




- Translate business needs into transparent requirements and actionable delivery outcomes.

Must-Have Skills
- Strong experience as a Senior Business Analyst in Retail Banking / Contact Centre environments.
- Hands-on CCaaS and Contact Centre experience.
- Experience in Transformation and Change initiatives.
- Strong Agile project delivery experience.
- Expertise in requirements management and product backlog ownership .
- Strong stakeholder and cross-functional team management skills.
- Experience working in a large global organization .
- Hands-on experience with Genesys CX Migration .
- Experience in one or more of:
- IVR / CCaaS / Omnichannel Delivery
- AI / Agent Assist use cases
- Data & Analytics
- MI / KPI tracking and reporting

Good to Have
- Experience with Conversational AI / Chatbots .
- Exposure to bot and agent escalation journeys .
- Understanding of AI-driven Contact Centre transformation .

Experience: Senior BA / 5+ Years Domain: Retail Banking | Contact Centre | CCaaS

Role: Senior Business Analyst

📌 Senior Business Analyst (Pune)
🏢 Terra Technology Circle Consulting Private
📍 Pune